Senior Manager – Colleague Experience & Innovation

Lloyds Banking Group

. Lead end-to-end service and operating model design .

Posted 10/22/2026full-timeLeeds • United KingdomSenior💰 £78,098 - £91,880 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading human-centred design and service transformation, integrating AI capabilities and data architecture to enhance colleague and customer experiences. Proficient in facilitating collaboration across multidisciplinary teams and coaching others in modern design practices.

Highest-signal resume keywords

Human-Centred DesignService DesignAI TransformationSystems ThinkingJourney Mapping

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DesignJourney MappingEnterprise ModellingAI CapabilitiesUser Needs AnalysisProcess OptimizationData ArchitectureGovernance DesignExperience DesignComplex Design Leadership

Soft Skills

Facilitation SkillsInfluencing SkillsCoaching SkillsCollaborationConstructive Challenge

Tools & Technologies

ARISFigmaRainbirdService Modelling ToolsEnterprise Modelling Tools

Industry Keywords

Operating ModelsBusiness ArchitectureIntelligent AutomationColleague ExperienceCustomer Experience

About the role

Key responsibilities & impact

Lead end-to-end service and operating model design
Connect colleague needs with processes, operating models, business architecture, data and technology
Lead journey and experience design using human-centred design, systems thinking, journey maps and service blueprints
Identify problem areas, understand user needs and design improved future-state colleague services
Shape agentic service design and AI transformation
Design services that bring people and AI together, considering agent roles, decision boundaries, escalation paths and governance
Connect data, knowledge and technology architecture to support intelligent automation and AI-enabled services
Lead complex service-design and transformation activity
Facilitate design sessions and bring Product, Policy, Proposition, Platform, Technology, Data, Operations and Change teams together
Build service-design capability by coaching others in modern design practices, systems thinking, service modelling and enterprise-modelling tools

Requirements

What you’ll need

Strong experience leading human-centred design across complex end-to-end services and journeys, operating models and business architectures
Experience using systems thinking to understand relationships between people, processes, technology, data and policy
Strong experience designing and optimising end-to-end colleague or customer experiences
Experience translating user needs into service, process, data and technology requirements
Experience exploring and applying AI and agentic capabilities to services
Experience designing effective human-AI interactions and considering decision boundaries, escalation, data, knowledge and governance
Strong facilitation and influencing skills
Experience engaging senior leaders, challenging constructively and building alignment across multidisciplinary teams
Experience leading complex design and transformation activity
Experience developing capability in others and coaching teams
Experience linking emerging technologies and new approaches to reimagine services
Experience bringing together data, knowledge, performance insight and feedback to inform decisions
Hands-on experience with service-design, journey-mapping or enterprise-modelling platforms such as ARIS, Figma or Rainbird would be useful

Benefits

Comp & perks

A generous pension contribution of up to 15%
An annual performance-related bonus
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping
30 days' holiday, with bank holidays on top
A range of wellbeing initiatives and generous parental leave policies
Flexible working options / hybrid working
Reasonable workplace adjustments, including flexibility in office attendance, location and working patterns
Opportunities to learn, grow and develop